We are seeking an enthusiastic and customer-focused Guest Relations Agent to join our team in the beautiful island of Phu Quoc, Vietnam. As a Guest Relations Agent, you will be the primary point of contact for our esteemed guests, ensuring their stay is nothing short of exceptional.
- Welcome and assist guests upon arrival, providing a warm and professional check-in experience
- Serve as the main point of contact for VIP guests, ensuring all departments are briefed on their specific requirements
- Manage the Guest Relations Desk in the hotel lobby, addressing inquiries and requests promptly
- Coordinate with various departments to ensure guest rooms, especially VIP accommodations, meet the highest quality standards
- Anticipate and fulfil guest needs, consistently exceeding expectations
- Handle guest complaints and concerns with empathy and professionalism, seeking timely resolutions
- Maintain up-to-date knowledge of hotel services, amenities, and local attractions
- Coordinate special requests and arrange personalised experiences for guests
- Ensure compliance with all hotel service standards and procedures
- Participate in departmental meetings and contribute ideas for service improvement
- Promote hotel services and upsell when appropriate
- Maintain accurate guest records and preferences in the hotel's property management system